Complaints handled, and the cause fixed.
We run or rebuild your complaints process, meet the DISP clocks, calculate redress, and turn complaints into the root-cause evidence DISP asks for.
The rules the process must meet
- A final response within eight weeks of receipt (DISP 1.6.2R)
- Recurring or systemic problems identified and remedied (DISP 1.3.3R)
- A record of each complaint (DISP 1.9.1R)
- Complaints reporting (DISP 1.10)
- The Ombudsman's dismissal grounds for referrals from 1 October 2026 (DISP 3.3.4CR, DISP 3.3.4DG)
What we do
- Outsourced handling to resolution
- Redress calculations
- Process and template rebuild
- Training
- Root-cause reporting to the board
- Ombudsman referral management
Questions
Short answers, with the provision each one rests on.
How long does a firm have to send a final response to a complaint?
By the end of eight weeks after receiving the complaint, the firm must send a final response or a written explanation of why it is not yet in a position to do so (DISP 1.6.2R).
Can the Ombudsman now dismiss a complaint without looking at its merits?
For complaints referred on or after 1 October 2026, yes, on the grounds set out in DISP 3.3.4CR, which include vexatious conduct and matters better suited to a court.
Talk to someone who has done your job.
A 30-minute call, no deck. Bring the problem; we will tell you what we would do.